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Solution

SureSignal and BT HomeHub 3

BIGMIG
2: Seeker
2: Seeker

Hi all I see there is potentially an issue with this hardware combination. Can someone explain how the issue is manifested? I am having trouble with two separate VSS in different locations. Either the signal drops and an orange flashing light is displayed, or all lights are illuminated. Either way the net result is the same i.e. total loss of signal. Turning the VSS off and on again invariably corrects it. For a while, until it happens again. Thanks.

9 REPLIES 9

Retired-Andy
Moderator (Retired)
Moderator (Retired)

Hi BIGMIG,

 

All the information we have on the issue with BT Home Hubs is here.

 

So that we can look into this for you, we’ll need some more details.

 

Can you provide the following for both units please:-

 

Your Sure Signal serial number.
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.

VSS Traceroute command

On a PC:

Click on Start and select Run
Type CMD into the Run box and press enter/click ok
A black box will appear.
In this box type tracert 212.183.133.177 press Enter
Paste the output of this command into your reply.

 

Thanks,

 

Andrew

Hi Andrew @ TechTeam

Thanks for the response.

Details below, cheers.

Regards
Miguel
_______________________

SERIAL No: 40133458634 and 40133462552

SPEED TEST: http://www.speedtest.net/my-result/3113203526

PING TEST: http://www.pingtest.net/result/89504503.png

Your IP Address is
Your IPV6 Address is

C:\Users\Logon>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 14 ms 13 ms 13 ms 172.16.10.10
3 * * * Request timed out.
4 23 ms 15 ms 16 ms 217.41.216.13
5 20 ms 16 ms 16 ms 213.120.176.10
6 21 ms 29 ms 21 ms 213.120.178.65
7 20 ms 17 ms 20 ms 217.41.168.107
8 17 ms 20 ms 19 ms acc1-10GigE-0-2-0-6.l-far.21cn-ipp.bt.net [109.1
59.249.101]
9 22 ms 22 ms 22 ms core2-te0-15-0-14.faraday.ukcore.bt.net [109.159
.249.17]
10 17 ms 17 ms 34 ms host213-121-193-137.ukcore.bt.net [213.121.193.1
37]
11 21 ms 23 ms 22 ms lndgw2.arcor-ip.net [195.66.224.124]
12 19 ms 19 ms 19 ms 85.205.116.14
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Users\Logon>

Retired-James
Moderator (Retired)
Moderator (Retired)

Hi BIGMIG,

 

Thanks for getting back to us.

 

As this is working when you restart the Sure Signal it would indicate that there is a problem on the network, forcing the connection to close.

 

As all the tests look to be ok, can you check the following ports are open?

 

Port 8 TCP UDP

Port 50 TCP UDP

Port 67 UDP

Port 123 UDP

Port 500 UDP

Port 1723 TCP UDP

Port 4500 UDP

 

Can you also check to see if IPSec Passthrough is enabled?

 

James

Hi James

 

What's the best way of checking this? and against which IP address does this need to be done?

 

How do I best check how IPSec Passthrough is enabled?

 

Cheers

Miguel

Retired-Kay
Moderator (Retired)
Moderator (Retired)

Hi BIGMIG, 

 

It's in your router admin panel. If you're still unsure you would need to speak to your Internet Service Provider and they'll help with this. 

 

The IPSec Passthrough can also be checked in the router admin panel. This is mainly something we've seen with Virgin Media customers but it's worth checking. 

 

Thanks, 

 

Kay

Hi guys

 

Still can't get this to work. Have since upgraded to a BTHH5 but this suffers from the same problem. Results from usual tests below. Can someone please explain step-by-step how to get this working???? Getting really tired of being bounced backwards and forwards between BT and Vodafone without either wanting to take ownership.

 

Thanks

 

SPEED TEST

 
Download: 31.33 Mbps
Upload: 6.83 Mbps
 
PING TEST
 
Ping 33 ms
Jitter 1 ms
 
IP ADDRESS
 
86.155.51.209
 
SERIAL No
 
40133458634
 
TRACEROUTE
 
C:\Users\Logon>tracert 212.183.133.177
 
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
 
  1    <1 ms    <1 ms    <1 ms  BThomehub.home [192.168.1.254]
  2    13 ms    12 ms    12 ms  172.16.10.10
  3     *        *        *     Request timed out.
  4    16 ms    15 ms    15 ms  217.41.216.13
  5    16 ms    16 ms    16 ms  213.120.176.10
  6    16 ms    16 ms    15 ms  213.120.178.67
  7    16 ms    16 ms    15 ms  217.41.168.107
  8    16 ms    16 ms    16 ms  acc1-10GigE-0-2-0-7.l-far.21cn-ipp.bt.net [109.1
59.249.103]
  9    17 ms    22 ms    22 ms  core1-te0-7-0-4.faraday.ukcore.bt.net [109.159.2
49.33]
 10    17 ms    16 ms    16 ms  peer1-xe8-0-0.telehouse.ukcore.bt.net [109.159.2
54.173]
 11    18 ms    18 ms    18 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    18 ms    17 ms    18 ms  85.205.116.14
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.
 
Trace complete.
 
C:\Users\Logon>

 

DaveCD
Moderator (Retired)
Moderator (Retired)

Hi BIGMIG

 

Can you check the port forwarding as mentioned, you may find this helps.

 

Can you also tell me what lights you're currently seeing?

 

Cheers

 

DaveCD

OK this is weird... the VSS has just started working after 2 weeks of not doing so. I haven't changed anything. Something has clearly changed somewhere. Anyone care to explain?

Retired-Dave
Moderator (Retired)
Moderator (Retired)

Hi BIGMIG,

 

That's good to hear.

 

I'm not aware of any changes to the Sure Signal system. It may be something changed by the IP or something causing a block which has expired.

 

Dave